Xavia Hill
Columbus,OH
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
West Valley Utah Library
Utah Labor Center Condominium, UT
03.2022 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Associate of Arts -
Southern Utah University
Cedar City, UT06.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Achieved [Result] through effectively helping with [Task].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- ACE - Adobe Certified Expert, Photoshop
- Sales Manager Certificate
- Sales Essentials Certificate
- MCAS - Microsoft Certified Application Specialist
Languages
English
French
Spanish
Timeline
Customer Service Representative
West Valley Utah Library
03.2022 - 01.2024
Associate of Arts -
Southern Utah University